Getting a Refund

If you think you have been billed incorrectly for ITS services, such as for printing errors, you can request a refund. Note that refund requests may take several weeks to be processed by the centralized university accounts payable system.

Refunds for Printing Errors

If the refund request is for printing errors, begin by talking with the proctors in the lab where you printed the pages. They may be able to assist you so that a formal refund request is not required. Refunds are only provided for printer malfunctions such as:

Light or incomplete (blotchy) printing.

Streaks on the pages.

You must pay for printing even if:

You accidentally print multiple copies or more pages than you wanted.

You selected binary rather than ASCII print mode.

You accidentally printed monochrome copies on a more expensive color printer.

You just printed a draft copy of your work.

Someone else printed using your account. (You are responsible for all charges to your account.)

Note: Print refund requests must be submitted within 10 days of the printer malfunction.

Refunds for Services

Refunds for ITS services may be submitted as the problem is discovered. You will receive information on the status of your refund within five business days of submitting the request.

If the refund is the result of the cancellation of a subscription service, such as Resnet, you do not need to take any additional action. The cost of the unused portion of your subscription will be pro-rated on a daily basis, starting on the date of your request to discontinue the service. This type of refund is subject to the conditions described below.

If the refund is for a printing error, attach all pages for which you want a refund as well as the correct cover sheet for the refund request.

Return the completed form and attachments to one of the locations listed above. Be sure to include your contact information — an email address is best.

Additional notes on refunds:

If you owe The University of Texas at Austin any fees, refunds approved for you will be applied to those charges first to help settle your account with the university.

If you are disconnected from network access for security reasons, you will not receive a refund for the time your machine is quarantined from the network. You are responsible for keeping your machine adequately secured, with up-to-date anti-virus and firewall software using BevoWare. Always be sure your computer is not used in a way that is detrimental to others on the network.

If you are disconnected for security reasons, you have the option of canceling your service and restoring it after your machine is adequately patched. If you choose to continue your service while your machine is being repaired, you will not receive a refund for the time you were unable to access the network.

Resnet charges cover the days specified by your subscription, which may include times when you are off campus, such as the winter holidays and spring break. No refunds will be provided for these time periods. You can, however, cancel your service agreement prior to these periods and receive a prorated refund for the unused portion.